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Support Fusion

Freshservice and HaloPSA, synced automatically

Your enterprise client stays in Freshservice. Your MSP team stays in HaloPSA. Tickets flow between them automatically - with full control over which groups receive work and what crosses the boundary.

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Where the gap between Freshservice and HaloPSA creates problems

MSPs working with Freshservice customers face a predictable set of friction points when there's no sync in place.

MSP teams have to work in the client's system or copy tickets manually

Your customer runs their internal IT on Freshservice. You run your MSP on HaloPSA. Without a sync, every ticket that comes your way needs to be copied across manually - or your team has to work directly inside the customer's system.

You have no control over which of your teams receives synced tickets

In co-managed environments, not every ticket from your customer's Freshservice should go to every team on your side. Without filtering, synced tickets land in the wrong HaloPSA queue and create noise for your teams that don't need to action them.

Custom fields your customer has built into Freshservice don't arrive in your HaloPSA

Both Freshservice and HaloPSA get extended over time to fit how each business works. Custom fields your customer has added to their Freshservice don't carry across to your HaloPSA, so tickets arrive missing the context your team needs to action them.

Comment updates require manual relay between platforms

When your team adds a work note in HaloPSA, the Freshservice ticket doesn't update automatically. Updates get relayed by hand or missed entirely, leaving the client with stale information.

How you connect

Up and running in under a day. No coding, no project, no professional services.

1

Connect your platforms

Add credentials for Freshservice and HaloPSA through the guided setup. Configure which Freshservice groups and HaloPSA teams are in scope - no developer required.

2

Configure your workflow

Set your field mappings, multi-group filters, and comment rules. Define exactly which tickets cross the boundary and how they route on the HaloPSA side.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your client stays in Freshservice, your team stays in HaloPSA.

We'll look after everything and help you along the way.

See it in action

Walkthroughs from the Support Fusion team.

Freshservice to HaloPSA integration setup

Tickets created in Freshservice syncing in real time to HaloPSA - priority, categorisation, comments, and ownership - alongside the zero-code setup process.

HaloPSA ticket sync in under 5 minutes

The HaloPSA connector setup - API credentials, permission configuration, integration defaults, and a first synced ticket landing in Halo with all mapped fields populated.

What's included

  • Bi-directional sync

    No matter where something originates, everything is kept in sync.

    Every update, comment, and status change flows both ways. Assign an object in one platform and it stays bonded across both until it closes.

  • Comment controls

    Comments and work notes are fully controllable.

    Configure what syncs per ticket type. Keep work notes to your team. Share updates with clients. The rules are yours.

  • Multi-group sync filtering

    Control which teams receive and action synced tickets.

    In co-managed environments, tickets don't follow a single path. Define exactly which groups are in scope on each side.

Why not just build it yourself?

Most teams try manual coordination or a custom script first. Here's how those compare.

Manual coordination

Someone copies tickets between platforms by hand. Group routing gets lost. The process lives in one person's head and disappears when they do.

Custom integration

A developer builds an API connection. It works until something changes - a field update, a platform upgrade, an API version bump. Then it breaks, and only one person knows how to fix it.

Support Fusion

Both teams stay in their own platform. Tickets sync automatically with group-level routing controls. Field rules are configured once. No developer, no manual overhead.

The same certified security behind every connection

Every Freshservice to HaloPSA connection runs on Support Fusion's ISO 27001 certified platform - per-connection API credentials, zero persistent ticket storage, and a full audit trail. Visit the Trust Center for certification documents or to submit a vendor security questionnaire.

Visit the Trust Center

Frequently asked questions

Do I need to write any code to set up an integration?
No. Support Fusion is configured through a visual interface built for operations teams. Connect your platforms, map your fields, set your sync rules - no developers, no scripting, no project required.
Can Support Fusion sync platforms within our own organisation?
Yes. Internal sync - keeping your own platforms aligned - is one of the three ways organisations use Support Fusion. Common examples: customer records consistent between your PSA and CRM, invoices flowing from your PSA to your finance platform, or opportunity data visible across tools that run on different systems. No cross-company connection required.
Can I test the integration before going live?
Yes. Support Fusion has a dedicated staging environment where you can run a full proof-of-concept against sandboxes for each platform. Your staging config runs completely independently of production - test everything first and switch to live only when you're ready. The free Manual Sync plan also lets you test manually at no cost before committing to automatic syncing.
Can I control which fields are shared between platforms?
Yes. Support Fusion gives you full control over field mapping. You can map standard and custom fields - including pick lists and text fields - between platforms. Custom field values appear as selectable options in the mapping interface, so you can align your values across systems without any coding. Per-connection rules let you control exactly what data is shared for each relationship.
Can we control which comments and notes are shared?
Yes. You can configure whether to sync public notes only, or both public and private notes. The privacy level is preserved - a private work note in one platform arrives as a private note in the other.
Do timestamps sync for SLA tracking?
Yes. Support Fusion preserves the original event timestamps on ticket updates - status changes, notes, and closures all carry the time the event occurred, not the time it synced. This keeps SLA timers accurate on both sides.
What happens if a sync error occurs?
Support Fusion monitors integration health centrally, so issues are often caught before you notice them. You can view a full sync history for each connection - showing which record triggered which update, flagging failures with enough detail to diagnose the cause. Error notifications can be configured to alert you directly when a sync fails.
Can we control who closes a ticket and how resolution is handled?
Yes. You configure whether the other party can trigger closure in your system, or whether you prefer to receive a Resolve status and close on your own schedule. Resolution codes and comments sync as part of the closure workflow. Some teams automate the full closure cycle; others prefer to hold the final close step themselves.

Ready to connect Freshservice and HaloPSA?

An integration specialist will run the session, tailored to your platforms. We'll walk through how sync would work for your team and answer any questions along the way.

Book a demo